Case Manager
Confidential
Posted: March 24, 2026
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Quick Summary
Case Managers are responsible for managing incoming service callouts, verifying information, coordinating with responders, and ensuring accurate case handling from initiation to resolution.
Required Skills
Job Description
We are seeking highly detail-oriented Case Managers to support UK-based response operations. This role is based in the South African control room.
In this role, you will:
manage incoming service callouts,
verify information,
coordinate with responders,
ensure each case is handled accurately from initiation through to resolution.
This is not a traditional call-Centre role position. It is a structured case ownership role requiring strong operational discipline, accuracy, and strict adherence to defined processes.
Case Managers must be comfortable working in a high-volume operational environment where attention to detail, clear communication, and procedural compliance are critical.
Key Responsibilities
Own and manage callouts from activation through to resolution.
Verify and assess incoming information before initiating the appropriate response.
Coordinate responder dispatch and monitor case progress until completion.
Communicate professionally and clearly with users, responders, and operational partners.
Maintain accurate case records and ensure all actions are properly documented.
Follow defined operational procedures and escalation protocols without deviation.
Ensure all work is completed with a high level of accuracy and attention to detail.
Operate effectively in a structured, process-driven environment with high call volumes.
Operate as part of a structured 24/7 shift rotation, which includes scheduled coverage during nights, weekends, and public holidays.
Minimum Requirements (Non-Negotiable)
NQF Level 6 qualification or higher (Diploma or Degree)
Neutral English accent and clear spoken communication (language assessment will form part of the recruitment process)
Strong written communication and documentation skills
High attention to detail and ability to follow structured processes precisely
Comfortable working with multiple systems, screens, and real-time operational platforms
Strong personal accountability and reliability
Ability to remain calm and professional while managing multiple cases
Willingness to work shifts, including nights, weekends, and public holidays
Advantageous Experience
BPO or contact Centre experience in structured, process-driven environments
Experience in case management, service coordination, or incident handling roles
Exposure to compliance-driven operational environments
Experience managing high volumes of customer interactions while maintaining accuracy
Who Will Thrive in This Role
Professionals who value precision, structure, and process discipline
Individuals who naturally take ownership of cases and outcomes
People who remain calm and organized while managing multiple cases simultaneously
Strong communicators who can engage professionally with international clients
Individuals who understand the importance of accuracy in operational decision-making
Why Join Us
Work in a professional operations environment supporting international services
Be part of a structured, high-performing operational team
Clear operational standards and strong process discipline
Opportunity to grow within a fast-evolving operations environment